NobelBiz

FEBRUARY 27, 2024

By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

FEBRUARY 13, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Aspect

AUGUST 21, 2019

ACE Europe 2019 is here and is set to be our most insightful instalment yet, with users and influencers given the opportunity to exclusively learn about the new Aspect, hear our latest product roadmap and discover the latest trends in workforce optimisation , interaction management and engagement analytics.

Best practices 70

Best practices Self service Analytics Education 70

JustCall

APRIL 5, 2023

Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. However, less than one-third of companies offer self-service options such as a knowledge base. Traditional customer support models will not cut it.

Management 52

Management CRM Analytics Customer retention 52

NobelBiz

MAY 7, 2024

’ Read Case Study Choosing the Right Hybrid Dialer for Your Call Center When choosing a hybrid dialer, consider its compatibility with your current systems, the scalability options it offers, and the level of customer support provided by the vendor.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

TechSee

JANUARY 28, 2020

billion across the 4,500 retail websites tracked by Adobe Analytics. It’s all about providing fast, effortless and effective self-service. The retail world should see some pretty impactful case studies come out of it, and time will tell if the technology can cut out No Fault Found returns in a meaningful way.

Wireless 136

Wireless Self service Sales Chatbots 136

CSM Magazine

OCTOBER 5, 2020

Expect insights from senior leaders at the forefront of service and experience, impactful presentations, real-world case studies, interactive sessions, and virtual networking – Direct to your home. In celebration of our 10th anniversary, we are bringing our most senior line-up yet.

Customer Service 52

Customer Service Chatbots Self service Analytics 52

Global Response

APRIL 17, 2023

Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also help boost productivity, improve processes, integrate customer data and analytics, improve QA processes and more. What client references or case studies do they have to demonstrate their expertise?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

EPIC Connections

FEBRUARY 19, 2019

A case study: A major financial company had automation, but the system was outdated. Complex IVR call flows prevented most callers from successfully navigating the self-service features, so 98% of their calls required agent assistance, resulting in a very high average cost per call. We solved it! We solved it!

Contact Center 54

Contact Center Call flow Interactive Voice Response Self service 54

NobelBiz

APRIL 23, 2024

Automated reminders, payment notices, and self-service payment options empower debtors to fulfill their obligations at their convenience, fostering a sense of control and cooperation. Read Case Study Watch video The debt collection industry is at a crossroads, with technology and customer service emerging as key drivers of success.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

ConvergeOne

APRIL 20, 2021

Let’s look at a customer case study. They’ve beefed up self-service channels, helping customers navigate the systems themselves. They continue to look at the metrics as part of a continuous improvement program with analytics. How did they get there? The employees are co-located and work in pods to collaborate.

Customer Care 56

Customer Care Analytics Self service Contact Center 56

Call Experts

MARCH 18, 2021

Download the case study, click on this link: CallExperts-ThyssenkrupCaseStudy. Our robust analytics gives managers the ability to review employee time and attendance data quickly. Employee self-service allows every employee to access information with ease! Manage Employees Efficiently When There Is An Absence.

Employee engagement 75

Employee engagement Government Self service Analytics 75

ConvergeOne

APRIL 20, 2021

Let’s look at a customer case study. They’ve beefed up self-service channels, helping customers navigate the systems themselves. They continue to look at the metrics as part of a continuous improvement program with analytics. How did they get there? The employees are co-located and work in pods to collaborate.

Customer Care 40

Customer Care Analytics Self service Contact Center 40

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. Top benefits for your business: Provide consistent, accurate information using automation, for better customer service. Case studies. Case study 1: AG2R. Case study 2: DKV.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

CSM Magazine

AUGUST 5, 2020

and amazingly, it costs only 15p for web self-service. These statistics tell us that self-service really is the way to go, taking pressure off busy contact centres by deflecting the most common calls away from human agents. About the Author. Henry Jinman is Commercial Director of EBI.AI. Established in 2014, EBI.AI

Government 52

Government Automotive Chatbots Self service 52

CSM Magazine

JUNE 20, 2016

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s.

Customer Service 40

Customer Service Self service Banking outsourcing 40

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming. • Mobile Customer Service-Upcoming. **.

CRM 40

CRM Automotive Analytics Big data 40

GetFeedback

APRIL 3, 2019

Chris Hogan, Business Analytics and Modeling, YETI. I am the Associate Manager of Data Analytics & Modeling for our Customer Engagement Group. I’m responsible for many of the reports and analytics our team uses for team performance, contact trends, and forecasting staff and contact volume. YETI has a cool history.

Feedback 88

Feedback Surveys Analytics Coaching 88

ProProfs Blog

DECEMBER 6, 2021

You can call or chat with the customer service and use its self-service knowledge base. AI-powered reports and analytics. Using its professionally built surveys and assessments, you can gather user experience insights and decipher responses with the help of powerful analytics. Predictive analytics.

Surveys 78

Surveys Enterprise Feedback CRM 78

Aria Solutions

AUGUST 30, 2019

If you aim to increase visibility into your contact center operations , you might focus on the ability to identify poor customer experiences and problematic agent performances as the primary benefit of analytics rather than lower IT and support costs, even though both are true. If Your Organization is Cost Focused. Think like an accountant.

Contact Center 48

Contact Center Customer Service Chatbots Metrics 48

CustomerSuccessBox

JUNE 20, 2022

To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Customer success effort is a complex function. The team has to constantly make sure that their customers fully utilize the product. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. While it’s still pretty rare, companies are moving towards video customer service.”

Call Center 376

Call Center Technology Banking Contact Center 376

LiveChat

JUNE 19, 2018

Many companies I’ve talked to while creating their case study, shared what was going on that pushed them to install LiveChat. Or is self-service enough? Customer Service Managers’ perspective: Is your company big enough so you need to measure all the analytics from chats? Which chat ended with a sale?

Customer Support 44

Customer Support Accountability Self service Personalization 44

Fonolo

JANUARY 14, 2020

And their mix of fun, quirky illustrations with a great UX, detailed information, and relevant case-studies make it one of our go-to resources. Top Pick: Customer self-service and the role of cloud contact centers. They’ve labelled their blogs clearly, so you can easily find the article that suits your needs.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Global Response

DECEMBER 21, 2023

Your provider should have significant experience in the customer service industry, as well as expertise in your industry and with your audience. Look for reviews, testimonials, case studies, or other signs that your provider can actually deliver the results they’re promising. Communication.

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Develops knowledge base documentation and self-service materials. ?. Build use cases. ?. Onboarding and training new customers. ?.

Customer Support 52

Customer Support Self service Feedback Upselling 52

Kayako

JANUARY 28, 2016

Why is it useful: Hackpad allows you to share the information with your support team in real-time, particularly if you’re in an escalated interaction and need to take notes for a case study. Support teams handle so many escalated cases, and Hackpad makes it easy to prepare by taking notes in real-time with input from your team members.

Scripts 60

Scripts Analytics Feedback Engineering 60

Balto

NOVEMBER 8, 2022

This isn’t to be confused with the average time in queue, which doesn’t take into account the time it takes for the call to go through the call center’s self-service IVR (Interactive Voice Response) system. The metric can be useful in determining how accessible the service is to customers by measuring the average speed of the answer.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Kayako

DECEMBER 3, 2015

And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. Maybe you could send over some case studies – like these ! – that show just how investing in customer service can impact the bottom line. Understand your business’s motivations and aspirations.

Customer Service 50

Customer Service Chief Customer Officer Transportation Feedback 50

Balto

NOVEMBER 29, 2022

From utilizing cloud call centers to self-service channels and the rise of AI software, a contact center is no longer a remote office with a few business phone lines. Rise of Call Center Analytics and Reporting. Data analytics and reporting can play a key role in improving customer experience and call center performance.

Call Center 52

Call Center Technology Interactive Voice Response Analytics 52

NobelBiz

MAY 21, 2024

Helpdesk and ticketing system integration facilitates efficient issue resolution and better collaboration, while integrating a knowledge base and self-service tools empowers agents and customers with easy access to information, leading to faster resolutions and continuous improvement.

Call Center 52

Call Center Scripts Average Handle Time Contact Center 52

NobelBiz

MAY 25, 2023

By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. To assess the ease of integration, it’s helpful to inquire about the vendor’s experience working with similar systems and to request case studies or customer testimonials.

call center software 98

call center software Call Center APIs Contact Center 98

Balto

NOVEMBER 2, 2023

AI-powered QA and conversation analytics solutions have made it possible for contact centers to automate data collection and analysis with real-time insightful reports and forecasts. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Upstream Works

SEPTEMBER 1, 2020

Lastly, access to reports and analytics will provide management, and the company as a whole, with valuable insights about their customers and contact center operations. Utilize Self-Service Options. Lessen this strain by making use of self-service options. Stay Connected to Agents.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

3CLogic

SEPTEMBER 28, 2022

The ServiceNow Healthcare platform gives control to the patients and improves their experience by offering digital self-service options for common requests and virtual agent experiences that further enhance the self-service options available to patients. Improved Patient Care Experiences.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. Case (or “ticket”) volume. Are your highest-volume cases clustered around low-touch, repeat issues that might otherwise be handled by self-service?

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Netomi

MARCH 2, 2022

On the customer support front, customer preference for self-service is growing (we see this with online banking, or customers choosing self-serve baggage drop-off kiosks at airports). In fact, recent research from Gartner revealed that 59% of customers prefer to resolve their issues without contacting a customer service rep.

Self service 52

Self service Enterprise Chatbots Customer Support 52